Job Information Pack. IT Service Management Officer Tower Hill, London. June 2014 ALZHEIMER S SOCIETY

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1 ALZHEIMER S SOCIET Job Information Pack IT Service Management Officer Tower Hill, London June 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London. Telephone +44 (0) Fax Website Registered Charity No Company Limited by Guarantee Registered in England No

2 ALZHEIMER S SOCIET Dear Applicant IT Service Management Officer Thank you for your interest in the above position with Alzheimer s Society. Please find enclosed an information pack as requested. We ask you to fill in your application carefully, giving all relevant information and in particular, setting out the ways in which you meet the competencies outlined in the job description and person specification. ou should provide clear and concise examples of a time when you have had to use the necessary skills. our application should be typed or completed in black ink. The panel will consider the presentation of your application during the selection process. our completed application should be returned to us by 5pm on 19 June Late applications will not be accepted. CVs will not be accepted. Interviews will be held on a date to be confirmed. Please send your completed application form to: Alzheimer's Society Devon House 58 St Katharine's Way London E1W 1LB or ours faithfully, Ashley Hanson IT Service Manager V1.2 2 of 13

3 ALZHEIMER S SOCIET Alzheimer s and Dementia Dementia is caused by disease of the brain; symptoms include loss of memory, confusion and problems with speech and understanding. It is progressive and eventually terminal. Dementia can happen to anyone and there is currently no cure. But with the right support, people can live well with dementia throughout the condition. 800,000 people live with dementia in the UK today with nowhere near enough services provided to meet their needs. There are over 17,000 people under 65 with dementia in the UK and 1 in 14 people over 65 have dementia. One in three people over 65 develop dementia. About Alzheimer s Society Alzheimer's Society champions the rights of people living with dementia and the millions of people who care for them. We are the leading support and research charity for people with dementia, their families and carers, with over 2000 employees and over 6,000 volunteers across England, Wales and Northern Ireland. Alzheimer s Society provides over 2,000 services across England, Wales and Northern Ireland. We provide information, education, support and care to help people live their lives to the full. We spent more than 56 million on charitable activities in 2011/12, almost 90 per cent of which continued to be on providing care services and direct services to people with dementia and those who care for them. We also spent 3.1 million on research into the causes and treatment of dementia. IS-Team, Corporate Resources (Central Office) The Information Services team is a small dynamic team that is responsible for supporting IT within the Society. V1.2 3 of 13

4 ALZHEIMER S SOCIET Job Description Job title: IT Service Management Officer Salary Grade: E2 Actual Salary: 30, per annum Hours: 35 per week Contract Permanent type: Main purpose of job: Responsible to provide professional expertise towards delivering IT related projects and continual improvement of IT services to the business by taking full part in activities as part of the IT team. Using the ITIL v3 lifecycle to suggest, implement and improve IT service activities. The ability to take ITIL framework theory and turn this into practical delivery of the ITIL service lifecycle (Strategy, Design, Operation, Transition and Continual Service Improvement). Responsible for the delivery of IT projects and tasks contained within PRINCE 2 lite projects by interfacing with outsourcing partners, vendors, suppliers, the central IT team and the business ensuring successful project delivery. Position in the organisation: The IT Service Management Officer will be a member of the Corporate Resources directorate and the IT team. The post will report directly to the IT Service Manager. V1.2 4 of 13

5 ALZHEIMER S SOCIET Scope of job: Alzheimer's Society champions the rights of people living with dementia and the millions of people who care for them. We are the leading support and research charity for people with dementia, their families and carers, with over 2000 employees and over 7000 volunteers across England, Wales and Northern Ireland. Alzheimer s Society provides over 2,000 services across England, Wales and Northern Ireland. We provide information, education, support and care to help people live their lives to the full. We spent nearly 58 million on charitable activities in 2012/13, almost 80 per cent of which continued to be on providing care services and direct services to people with dementia and those who care for them. We also spent 5.8 million on research into the causes and treatment of dementia. This role in working for the Society will be: To take full part in the scoping, designing and delivery of the IT strategic plan Responsibility for managing relationships between IT vendors\it suppliers Delivering IT Projects to the business Ensuring IT standards and IT best practices are followed Maintaining excellent IT customer service ethos at all times V1.2 5 of 13

6 ALZHEIMER S SOCIET Dimensions and limits of authority: Responsible for tactical leadership toward delivering IT Service Management project activities as part of the IT strategic plan Responsible for solving IT service problems and fixing IT issues to user satisfaction Responsible for the delivery of IT service improvement activities across the IT estate No management responsibility for IT employees or IT budget but will be expected to provide guidance to IT Service Management Coordinator, IT volunteers and IT apprentices Key duties and responsibilities: 1. Working with key business contacts and internal \ external IT departments and IT vendors. 2. Managing IT customer service focused solutions in response to business needs. 3. Support senior IT staff in the delivery of projects, working with IT infrastructure vendors and IT suppliers. 4. Proactively develop IT documentation and maintain customer IT knowledge learning systems to support the business with their IT needs. Taking full part in initiatives to continually improve the business interface with IT information. 5. Providing clear and concise IT communications to the business. 6. Contribute to the IT service management team at IT meetings, the IT change advisory board, the IT Project board and related IT meetings with a view to leading improvements to IT services for the business. 7. Developing the IT service management function in line with ITIL lifecycle theory. 8. Approving IT Equipment, IT Purchasing, IT Support Tickets and other IT authorisation queues. Responsible for monitoring team budget. 9. Analysing and troubleshooting IT business queries to customer satisfaction. Ensuring lessons learnt are fed into continually improving IT service. 10. Responsible for ensuring efficient ITIL processes and continual improvement of the IT service. 11. Responsible for liaison with key IT staff, IT infrastructure vendors and IT suppliers as part of ITIL process. 12. Responsible for taking full part in assisting toward determining root cause of IT problems. 13. Ensuring negotiations with fellow IT Infrastructure Charity partners are fully engaged towards the society s business aims. 14. Responsible for fully testing IT systems to identify faults and usability improvements or testing upon implementation of changes. 15. Supporting and representing the IT Service Manager from time to time as and when required. V1.2 6 of 13

7 ALZHEIMER S SOCIET Additional responsibilities 1. To adhere to all the Society s service standards, policies and procedures. 2. To comply with the data protection regulations, ensuring that information on clients remains confidential. 3. To be responsible for personal learning and development, to support the learning and development of others and the whole organisation. 4. To work collaboratively with all Directorates of the Society sharing responsibility for the achievement of jointly agreed objectives. 5. To work in a manner that facilitates inclusion, particularly of people with dementia. 6. To implement the Society s health and safety policy and procedures, ensuring that all practices and procedures are undertaken in accordance with a healthy and safe working environment and that all staff and volunteers for whom you may be responsible are aware of their responsibilities in respect of their role, monitoring data and recommending action as required. 7. To administrate and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements. 8. To follow the Society s management information guidelines and requirements, including ensuring appropriate monthly measures on service usage levels are collected and submitted on the services database or other systems in accordance with deadlines. 9. Where appropriate, to recruit, induct and support volunteers. 10. To undertake any other tasks, duties or projects which may arise from time to time which are commensurate with the general level of this post and as directed by the designated line manager. This job description is not exhaustive and serves only to highlight the main requirements of the post holder. The line manager may stipulate other reasonable requirements. The job description will be reviewed regularly and will be subject to change. V1.2 7 of 13

8 ALZHEIMER S SOCIET Person specification IT Service Management Officer All of the following requirements are essential, unless marked with a * when they are desirable, and will be assessed from a combination of information provided from the application form, extended interview process, panel interview and references: Education and qualifications Application Interview GCSE level or equivalent ITIL Foundation V3 qualified Skills and experience Application Interview Customer facing experience of working directly with business units and IT staff, vendors and suppliers. Good ITIL knowledge and ability to apply and develop ITIL processes in a medium sized IT department. Experience of working to Project Management processes, procedures and methodologies including PRINCE 2 Sound all round knowledge of IT infrastructure in an outsourced environment. Experience of working with vendors, establishing relationships and proactively working to resolve problems. Experience of facilitating, reviewing, improving and developing IT Request processes. Strong oral and written skills with ability to clearly communicate. Strong numeric skills and familiarity with statistics and data interpretation. Ability to work under pressure and to tight deadlines. Excellent work ethic and drive for excellence. V1.2 8 of 13

9 ALZHEIMER S SOCIET Personal attributes / qualities Application Interview Strong interpersonal skills able to communicate at all levels of an organisation Good time keeping Able to work with minimal supervision Proactive tenacious approach to problem solving Ambitious, innovative, self-motivated and target driven. Ability to travel throughout the UK with occasional overnight stays. V1.2 9 of 13

10 ALZHEIMER S SOCIET Value Based Behaviours Alzheimer s Society has a value-based behavioural framework which brings our values to life in everything we do. The framework is applied across the full employment (and volunteering) life-cycle. This includes individual objectives, appraisals, performance management, reward and recognition and personal and professional development. ou will be given a full copy of the framework if appointed, as part of your induction. For this role, the key value based behaviours you will need to evidence in your application and which will be assessed during the recruitment process are: Please include 6-8 behaviours that are that are most important for the role, and that you will be looking for during the selection process. Act as an ambassador for people affected by dementia at all times. Adapt my communication style to meet the needs of those I m communicating with. Keep my promises, delivering to agreed standards and within agreed timescales. Use my initiative to anticipate and overcome problems and obstacles. Actively seek and share knowledge, skills and expertise with colleagues. Contribute and invite new ideas and innovation in improving the way we work. V of 13

11 ALZHEIMER S SOCIET Job Application Guidelines Alzheimer's Society is an equal opportunities employer. We aim to treat every applicant fairly. The information you provide in your application form is the only information we will use in deciding whether or not you will be invited for interview, so it is important that you complete it with care. To help you, please follow these guidelines. 1. Please complete all sections of the form. 2. Please type the application form where possible. If you are filling in by hand please use black ink, as it may be photocopied. Do not stick or glue paper to the back of the form as it may get caught in the photocopier. Please add a separate piece of paper instead. 3. After reading the person specification and job description, think carefully about your application and consider to what extent you have the skills and experience necessary to meet the requirements of the post. 4. our last and present post allows you the opportunity to tell us about the work you are doing or have done in the past. Be as brief as you can, and use the personal statement at the back of the form to describe in more depth your skills, knowledge and experience relevant to the job. 5. Under the section Education, qualifications and training you are asked to state your qualifications or name a course that you attended. It is sufficient to state that you have a specific number of A levels and GCSEs, or equivalent qualifications, unless you are asked for a specific qualification on the person specification, such as GCSE English. ou should mention qualifications or training relevant to the post you are applying for. 6. The personal statement is an important part of the application form and should be used to tell us how you meet the person specification and what experience you have that is relevant to the job description. Always remember to specify your personal responsibilities rather than those of your section or department. Remember to explain how your current or previous experience relates to the job you are applying for. our statement should ideally be no longer than 2 sides of A4 paper. 7. Please ensure that your completed application form is returned by the date and time stated at the beginning of this information pack, to the specified or postal address. Do not attach any other documentation. Please complete the online Equal Opportunities Monitoring Form, via the link on the advert. Any attachments, such as CVs, references or photocopies of your qualifications will be disregarded and will not be seen by the selection panel. 8. We frequently receive a large number of applications for each role. In order to make good use of the charity s money we are unfortunately unable to acknowledge your application unless you are selected to attend an interview. V of 13

12 ALZHEIMER S SOCIET Information for Candidates Terms and Conditions of Employment Outlined below are some of the main terms and conditions of employment relevant to all employees of the Society. Probation All posts are subject to a probationary period of 12 weeks unless otherwise stated in your contract, during which your performance will be reviewed from time to time. During this probationary period, either party may terminate the contract by giving the appropriate notice. After satisfactory completion of the probationary period, the notice stated on your contract of employment will apply. Location our main place of work will be detailed in your contract of employment. ou may be required to work in other locations from time to time. ou will not be required to work outside the United Kingdom for a continuous period of more than one month. Salary Payment All new employees are placed on a set grade based on the Society s salary scheme, which is normally reviewed in April of each year. The commencing salary will be as stated in the contract of appointment. Salaries are paid in arrears on or around the 25th of each calendar month, by direct credit transfer into a bank or building society account. Annual Leave The holiday year runs from 1 April to 31 March. In each holiday year, in addition to bank and statutory holidays, the holiday entitlement in the first full year will be 25 days, pro-rated according to hours of work and start date. This increases in line with service as follows: during the first full leave year and up to 2 leave years 25 days, third leave year 26 days, fourth leave year 27 days, fifth leave year 30 days. Holiday will be calculated on a pro-rata basis for part-time workers. Pension Scheme All employees under the age of 75 may join the Society s nominated pension scheme subject to the rules of the scheme as amended from time to time. In accordance with the Pensions Act 2008 we must automatically enrol all employees who meet the eligibility criteria into our pension scheme. Further details about what this means for you, and about our pension scheme, are available on the Society s intranet. The Society currently operates a Group Personal pension scheme provided by Zurich. Employees may contribute a percentage of their salary to the scheme and the Society will double the employee s contribution up to 8% of the employees gross salary. This will mean that a 1% employee contribution will attain a 2% contribution from the Society and a 4% contribution will attain the maximum 8% from the Society. Alzheimer s Society will not pay into a personal pension scheme. V of 13

13 ALZHEIMER S SOCIET Sick Leave The Society operates an occupational sick pay scheme that is based on length of service with the Society. Dignity at Work We are committed to creating and fostering a culture that promotes respect for each other and values individual differences. In line with our Dignity at Work policy, we will not condone, tolerate or ignore any form of discrimination (including discrimination by way of association) or unacceptable behaviour in our recruitment or employment practices. Benefits The Society offers a range of benefits to its employees including Life Assurance, a Cash Health Plan and Childcare Vouchers. No Smoking The Society operates a no smoking policy. V of 13

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